Contact Center Analytics Lead

Job Summary

A company is looking for a Contact Center Analytics Lead to enhance performance and customer satisfaction through data-driven analytics initiatives.

Key Responsibilities

• Develop and maintain dashboards and reporting tools to monitor key performance indicators (KPIs)
• Lead root cause analysis and performance evaluations across inbound/outbound operations
• Collaborate with IT and Product teams to integrate analytics into various platforms

Required Qualifications

• 5+ years of experience in contact center analytics, workforce planning, or operations strategy
• Proficiency in data visualization tools (Tableau, Power BI), SQL, and CRM platforms
• Experience with AI/IVR systems and speech analytics
• Strong understanding of call center KPIs and performance metrics
• Bachelor's degree in Business, Statistics, Computer Science, or a related field (Master's preferred)